Citi APAC - Investor Services - Hong Kong - Asia Regional Head of Client Service for Securities Services - Director- Hong Kong or Singapore in Hong Kong
Primary Location: Hong Kong SAR of PRC,Hong Kong,Hong Kong
Education: Bachelor's Degree
Job Function: Institutional Sales
Shift: Day Job
Employee Status: Regular
Travel Time: Yes, 25 % of the Time
Job ID: 18021491
The Securities Service is a key business within PFSS product portfolio. The business covers Custody, Funds Services and Direct Custody products, providing services to the variety of the institutional clients, of both, global and regional importance to the firms’ franchise.
Maintaining high levels of customer satisfaction with products’ operational delivery is at core of these products. Client Service plays a pivotal role by being responsible for leading client delivery teams as well as partnering up with all stakeholders including Client Executives, Product and wider O&T organisation to drive service performance, develop specific client initiatives and implement service strategy.
The candidate will play key role in building best in class Service team across regional Securities Services product portfolio, by creating a single point of ownership of the Operational Service book of work, drive sharp delivery of SLAs, building a team of Account Managers positioned to become a voice of a client and grow into becoming client’s service partner in delivery of operational efficiencies or operational process re-engineering.
This role will report directly to the Global Head of Client Services for Securities Services, with responsibility for Global Custody, Fund Services and DCC Account Managers located in the region. The role will collaborate with all regional stakeholders to ensure are fully aligned in execution of service strategy.
The key responsibility of this role is developing and executing and effective regional organisational plan, ensure talent acquisition and retention strategy, clear career path and development, VoE and communication.
Own regional service issues escalations, resolution of recurring or complex service issues, regional incident reports
Own client prioritisation, impact analysis and implementation of change rollout, regional market/platform changes
Maintain controls culture where BAU operational processes are continually monitored and potential risks are escalated timely
Implement and own changes to of the regional and global escalation process and policy for clients covered within region
Drive culture change for Account Managers to become a single point of ownership for any service issues
Own regional clients service reviews – service plan, supporting MIS, decks, scorecards, KPIs, delivery of SLAs, BAU due diligence
Partner up with Operations Query teams leads and Product to proactively identify capacity concerns, process change, creation of Operational utilities or platform enhancements impacting daily client experience. Work with other regional Service heads to Champion project prioritisation, milestones delivery update and client feedback if required to a wider Service group
Ensure regional Service team has effective client coverage model for all key clients
Partner up with Client Executives and Product in defining best client coverage for new clients, RFPs, new client models
Contribute to developing global and regional Service strategy
Own regional implementation of the global Service strategy, goals and priorities
BS/BA degree required
15+ years of experience in a global financial institution with experience in Securities Services products
In-depth insight in O&T processes and platforms within Citi’s Securities Service or relevant peer
Experience in owning and/ or leading client service as Account Manager or manager of Service team
Experience of managing by influence and demonstrated ability to manage complex issue resolution
Demonstrated ability to manage teams, hire and/ or develop diverse talent on regional basis
Ability to deliver to a high standard under extreme client relationship/ time pressure
Self-starter, good problem solver, results oriented
Possesses strong data and process analytical skills